Note: this post was originally posted on March 7. I pulled it shortly after the first comment was posted, below. I’m adding an update which addresses some points made in that comment.

On January 7 I called Aloha Kona Kids to order a stroller. At that time I was told that the stroller would be in in about five weeks. The next week I received a receipt for the stroller, and that receipt says “your stroller has been ordered & will be here in approx 5 wks.”

Five weeks from January 7 is February 11.

On February 23 I called Aloha Kona Kids. Having not heard from them, I was curious to find out what happened. They did not answer their phone, so I left a message.

On February 24 I called Aloha Kona Kids twice. They did not answer their phone either time, so I left two messages.

On February 25 they called back, leaving a voicemail saying that the stroller was held up because it had to be tested for lead. This probably refers to the testing mandated by the CPSC and the Consumer Product Safety Improvement Act of 2008, which set a February 10 deadline for testing products.

However, this February 10 deadline has been known about for a while. This story is dated January 8, one day after I ordered the stroller. And regardless of when they found out about it, Aloha Kona Kids surely knew about this deadline on or just before February 10 as their orders stacked up.

When did I find out about it? February 25, two weeks after this deadline and two weeks after the approximate delivery date of February 11.

I called Aloha Kona Kids back on February 27 and was told that the stroller had passed testing and was shipped. They couldn’t give me a delivery date as they hadn’t received the manifest from the shipping as of yet, but would call back the next Monday or Tuesday to let me know.

The next Wednesday, having not received the promised call, I called them back. I was told that FedEx said it shipped but the manifest they’d received didn’t have the stroller on it. However, this apparently happens frequently, and a second half of the manifest would show up. Aloha Kona Kids said they’d call back by Friday, March 6, to let me know if the stroller would show up on March 10 or March 17.

Having not received that phone call by Friday, I called them this morning. The stroller wasn’t on the manifest but it could show up March 10, 11, or 17, and they would call when it arrives.

I’m not holding my breath. Aloha Kona Kids has shown time and time again that they are extremely hesitant to call with any sort of news. When the originally promised five week deadline passed, they should have called. After I left a voicemail the first time, they should have called. After I left a voicemail for the second time, they should have called. After promising they’d call “Monday or Tuesday”, they should have called Monday or Tuesday. After promising they’d call “by Friday”, they should have called by Friday.

We only purchased this stroller from Aloha Kona Kids because they’re a local business, and keeping money within your community is a good thing. This stroller even cost $30 more than it would have cost through Amazon, and we have to pay state tax on it as well. But to pay more money to get shoddy customer service? No thanks.

Next time we need to purchase something big and expensive for our daughter, we’re skipping Aloha Kona Kids. We’ll order from Amazon instead.

Update: After my order was cancelled, I ordered the stroller from an online retailer. Here are some points I would like to make to address Philip’s comment:

1. I don’t actually know who Philip is. I only dealt with a woman named Lori. I only spoke once with a man on the phone, and that conversation consisted primarily of him saying that Lori was out for lunch and would call back when she got back to the store (which she did).
2. “We have contacted you several times regarding this matter.” I was only contacted after making repeated phone calls.
3. “I told you when you ordered the stroller it would not be sent until after Feb. 10th.” The receipt dated January 7 clearly stated that the stroller would arrive at Aloha Kona Kids approximately five weeks after it was ordered, or on or around February 11. Unfortunately I’ve since recycled the receipt, or else I’d show a picture of it demonstrating that Philip’s statement is incorrect.
4. “I gave you the option of “will call”. That is when we call you when it arrives. No deposit is required for this. You wanted to pay for it “NOW”.” Actually, when I ordered the stroller I inquired about putting down a deposit. I gave my credit card details and only found out when I received the receipt that I had been charged the full amount.
5. “Our prices are the same as anywhere in the mainland.” For full disclosure, I ordered the BOB Sport Utility stroller (MSRP $299) and the Infant Car Seat Adapter (MSRP $59). I was charged $329.99 for the stroller and $59.99 for the adapter. Adding tax of 4.166% my total was about $406. Everywhere I looked online for the stroller had it for $299, thirty dollars cheaper than Aloha Kona Kids. I eventually ordered the stroller from Toys ‘R’ Us for $316.90 ($299 for the stroller, free shipping, handling of $14.24, tax of $12.67, and $10 off for paying with PayPal) and the adapter from REI for $67.99 ($59 for the adapter, $8.99 for shipping) for a total cost of $384.89.

Now I’m not saying that Aloha Kona Kids is a horrible place to shop. Shopping at the actual store is great. There’s loads of interesting products that you can’t get at other Big Island stores. The in-store customer service is quite good as well. However, I received poor customer service when dealing with orders over the phone. I can’t understand this drastic shift in customer service.

I very much prefer to do as much shopping at local businesses as I can. We love Bellies, Moonsprout, and the Village Toy Shop. We do the vast majority of our grocery shopping at Island Naturals, KTA, and Sack N Save. But there comes a point when being a local business isn’t enough to keep the customer satisfied. All of the businesses I’ve mentioned here have given us excellent customer service, so we continue to shop there.

And Sandy makes the point that consumers generally have to pay a little more at local businesses than at nationwide chain stores. This is completely correct. The corollary to this is that local businesses have to justify this extra expense, and they usually do so by offering unique stock and through improved customer service. In the days of a global economy where nearly everything can be ordered online, it is difficult for local businesses to offer truly unique stock, as is evidenced by this BOB stroller example. Thus the local business has to justify the extra expense through improved customer service. When that customer service is lacking, the business should not be surprised with the customer turns to another option. Why should I pay more to get frustrated with a local business?